Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Timeline
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Muhammed Adel Ahmed

Cairo,Neighborhood 1, District 6 - 15th may city, Cairo

Summary

Results-driven team player with a background in Operations, Customer Success, and Customer Onboarding. Specializes in client experience and success in the food delivery industry and foreign trade transportation sectors. Thrives independently on assignments, consistently exceeding expectations. Known for exceptional problem-solving skills and adept at handling large trading volumes. Proven track record managing high-profile client accounts like Henkel, Gama Construction, and Hassan Allam. Demonstrates strong analytical, communication, and teamwork skills, with a keen ability to adapt quickly to new environments. Committed to contributing to team success and continuous professional development. Highly organized and dependable candidate adept at managing multiple priorities with a positive attitude, always willing to take on additional responsibilities to achieve team goals.

Overview

11
11
years of professional experience

Work History

Sr. Customer Onboarding

Widebot AI-powered Chatbot Solutions Provider
02.2025 - Current
  • Lead the end-to-end customer onboarding process, including account setup, configuration, product training, and adoption tracking.
  • Spearheaded the Arabic localization by collaborating with the front-end team to review and translate system keys, enabling a fully functional Arabic version of the platform for MENA-region clients.
  • Conduct tailored training sessions to ensure customers fully understand and utilize platform features.
  • Collaborate cross-functionally with product, development, and customer success teams to resolve onboarding challenges and enhance the user journey.
  • Ensure a smooth transition for clients from onboarding to regular platform use, increasing customer satisfaction and retention.

Customer Onboarding Specialist

Rewaa
02.2024 - 02.2025
  • Navigate to the platform's sign-up page, Enter required details and create an account.
  • Activate the account via email or phone verification, Log in and complete profile information.
  • Upload customer's products/services file.
  • Schedule and conduct a training session.
  • Explain platform features, customization, and reporting.
  • Follow up on customer inquiries related to platform usage.
  • Assist with generating sales, purchasing invoices, and reports.
  • Monitor performance of new hires on the platform, Provide feedback to manager.

SR. Customer Experience Specialist

Invygo
07.2023 - 02.2024
  • Ensured confidentiality of all sensitive information handled during client interactions.
  • Managed high volume of inbound and outbound calls with emphasis on customer satisfaction.
  • Processed orders, forms, applications, and requests efficiently.
  • Scheduled appointments for customers as required by their needs or concerns.
  • Resolved customer inquiries via phone, email, and live chat support.
  • Participated in workshops and training sessions to improve personal skills and job performance.
  • Handled customer complaints, providing appropriate solutions and follow-ups within time limits.
  • Documented all customer interactions and transactions accurately for future reference.
  • Handle the manager calls and critical escalations.

SR. Operation Specialist / Carrier Excellence

Trella
05.2022 - 04.2023
  • Lead and manage all aspects (Imports & Exports) of Trella's transport operations.
  • Deal with Apps 'Intercom, Fresh-chat, Fresh-desk, Happy Fox, and other different dashboards'.
  • Analyze raw data to get details about gaps and root causes for communicating with the associated team to minimize the functional and operational issues.
  • Deal with ports (Alex/ Dekhila / Sokhna/ Port-Saied/ Damietta) by receiving PODS and inserting POD data on the database to begin following up.
  • Call carriers and follow up on their trips by check each cycle status from picking up the containers & gensets from port till he gated in the empties.
  • Solve issues that happened within the process (Ambiguous POD - unreachable carrier or broker or factory dispatcher - Flat tire - Dead battery - ETC...).
  • Align with fleet operations team and associate team to deliver the most accurate and satisfied experience for the clients.
  • Send a business email to the clients contain all trip details (Timestamps-March2022 Now) and any conditions related to client-side (permissions-unreachable dispatcher).

Senior Fleet Operation Specialist

EL-Menus
10.2018 - 01.2022
  • Operate live trips and coordinate with different teams till the order delivered to the customer.
  • Monitor order cycle closely and work to solve any issues related to the order delivery journey.
  • Follow up with the runners' provider to avoid any shortage.
  • Penalize the outliers from runners or suppliers.
  • Responsible for dashboard monitoring.
  • Deal with restaurants operations managers.
  • Manage to enable/disable zones depending on immediate forecasting.
  • Team Leader Delegate and manage the team.
  • Conducting Training for the new hired/batches.

Account Advisor

Arab African International Bank
05.2015 - 01.2018
  • Handling bank customers' related inquiries over the phone.
  • Process payments and withdrawals.
  • Deal with emails enquiries.
  • Promote and sell financial products and services to customers.
  • Use the IT system to update account details.
  • Do general administration tasks.
  • Help customers with loan and Credit Cards applications and calculations.
  • Contributed to the KYC (Know Your Customer) process, with in‑depth knowledge of procedures for both individual and corporate clients, including document verification, and account approval workflows.

Technical Support Agent

Teleperformance
05.2014 - 01.2015
  • Diagnosed and troubleshot technical issues with hardware, software, and networks.
  • Resolved customer complaints and inquiries.
  • Handling inbound calls.
  • Identified and escalated customer issues to the appropriate teams.

Education

BBA - Accounting And Business Administration-English

Thebes Academy
Maadi Cornish, Egypt
05-2015

Skills

  • Customer success, satisfaction management, and CRM proficiency
  • Problem-solving, data analysis, and process improvement
  • Strong communication, teamwork, and leadership skills
  • Training delivery, presentation skills, and knowledge transfer
  • Proficient in dashboards, POS systems, Google Sheets, Excel, and Microsoft Word
  • Adaptable and proficient in learning new concepts quickly and efficiently
  • Proved successful working within tight deadlines and a fast-paced environment
  • Organized and detail-oriented with a strong work ethic
  • Paid attention to detail while completing assignments
  • Excellent communication skills, both verbal and written
  • Demonstrated leadership skills in managing projects from concept to completion
  • Delivered services to customer locations within specific timeframes
  • Proven ability to develop and implement creative solutions to complex problems
  • Self-motivated, with a strong sense of personal responsibility

Languages

English, Fluent
Arabic, Native

Hobbies and Interests

  • Travelling
  • Interested in Self-development
  • Playing Handball & Squash
  • Movies (English Movies)

Timeline

Sr. Customer Onboarding

Widebot AI-powered Chatbot Solutions Provider
02.2025 - Current

Customer Onboarding Specialist

Rewaa
02.2024 - 02.2025

SR. Customer Experience Specialist

Invygo
07.2023 - 02.2024

SR. Operation Specialist / Carrier Excellence

Trella
05.2022 - 04.2023

Senior Fleet Operation Specialist

EL-Menus
10.2018 - 01.2022

Account Advisor

Arab African International Bank
05.2015 - 01.2018

Technical Support Agent

Teleperformance
05.2014 - 01.2015

BBA - Accounting And Business Administration-English

Thebes Academy

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Muhammed Adel Ahmed